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As the nation’s leading health solutions company, we reach millions of Americans through our local presence, digital channels and more than 300,000 purpose-driven colleagues – caring for people where, when and how they choose in a way that is uniquely more connected, more convenient and more compassionate. And we do it all with heart, each and every day.

POSITION SUMMARY

The Account Manager position is an important part of the account management team and will be dedicated to one of Aetna International’s key clients. This position will be assigned to support a segment of the client’s large worldwide population. This candidate will build strong relationships with the client contacts they serve as well as Aetna business partners and internal departments. A successful Account Manager should have excellent communication skills and the ability to work independently with minimum supervision.

• Provides proactive account service management in support of business objectives and to achieve customer satisfaction. Develops and executes customer service strategy.
• Meets with customers frequently via phone and video conferencing. They will also lead calls, facilitate meetings, conduct training presentations, and meet customers in person when needed.
• Engages in frequent email correspondence, discusses service levels and expectations, shared process improvements, discusses operation of benefits and network involvement.
• Identifies gaps in service, determines root cause and develops an actionable solution. Engages with business partners to escalate issues as necessary. Maintains a service and complaint log.
• The candidate will support client needs in multiple times zones. Some correspondence will be time sensitive.
• Responds to client requests for network analysis, provider issues, benefit questions, care coordination, member eligibility and claims.
• Coordinate vendor participation in onsite vaccine administration. Maintain provider directories and assist client concerns regarding appropriate care.
• Maintain client microsite. Manage member communication strategy by reviewing instructional and marketing materials related to the client’s plan.

REQUIRED QUALIFICATIONS

• 2+ years of insurance industry, account management or customer service experience.
• An active resident insurance producer license, as required by state law or the ability to obtain an insurance producer license within 60 days of start date.
• Experience facilitating meetings in Microsoft Teams.
• Excellent verbal and written communication skills.
• Availability to travel up to 10% (possible out of state travel).

PREFERRED QUALIFICATIONS

• Bilingual in any of the following; French, German, Portuguese, Mandarin.
• Experience working with complex accounts.

EDUCATION

• Bachelor’ Degree preferred or equivalent work experience (HS diploma + 4 years relevant experience).

Please refer the Job description for details